Connect With Customers And Your Social Networks Using Oracle Fusion Crm
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1. The document discusses how Oracle Fusion CRM can help companies connect with customers and their social networks. 2. It outlines the growing importance of social media and how both consumers and businesses are increasingly interacting through social networks. 3. Oracle's social CRM strategy aims to facilitate internal collaboration through real-time feeds and communities, as well as customer engagement through communities, social listening, and social media monitoring and analysis.
Connect With Customers And Your Social Networks Using Oracle Fusion Crm
- 1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 2. Connect with Customers and Your Social Networks by using Oracle Fusion CRM Tara Roberts, Vice President, Oracle Social CRM 2 Alicia Wu, Product Management Director, Oracle Social CRM Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 3. Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. 3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 4. Program Agenda • Social Impact • Internal Collaboration • Customer Engagement 4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 5. >2 billion Internet users worldwide (Internet World Stats) 9 Billion+ pages of public Internet content 500,000 social media posts per hour 5 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 6. 46% of Internet users worldwide interact with social media on a daily basis (TNS) 65% of online US adults use social networks (Pew Research Center) 6 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 7. Americans spend 23 % of Internet time on social networks and blogs …and only 8% on email (Nielsen) Americans Spend More than 53 Billion Minutes on Facebook 7 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 8. % of social % of social network network users users following posting a brand about a brand 57% 43% 51% 36% 55% 60% 60% 30% (InSites Consulting) 8 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 9. When compared to the average adult Internet user, active adult social networkers are… 47% more likely to be heavy spenders on clothing, shoes & accessories 75% more likely to be heavy spenders on music 26% more likely to give opinion on politics 33% more likely to give opinion on TV 9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. programs (Nielsen)
- 10. Business Challenges External • Brand discussions take place in open forums • Customer expectations and interactions with businesses changing • Less reliance on vendor sponsored channels for information 10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 11. Business Challenges Internal • Employees bring consumer expectations to their workplace • Numerous sources of data • Information locked in predefined silos • Employees challenged to stay on top of things 11 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 12. Oracle Social CRM Strategy Internal Customer Collaboration Engagement • Real Time Feeds • Customer Communities • Internal Communities • Listening Platform Integrations • Dynamic Conversations • Social Media Monitoring and Analysis 12 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 13. Real Time Activity Feeds •Follow CRM records •Connect and follow people and •Collaborate in context of opportunity •View real time feeds of record groups or customer record updates •Discover and share expertise via •Collaboration via discussions and •Post status updates profiles wikis •Share comments in context of •View profile updates, kudos, message •Disseminate content and links to business events board updates community members •Un-follow CRM records automatically •Comment on other people’s posts •Get feeds for community events •Honor CRM security model and activities •Share comments on community updates Business Connection Community Updates Updates Updates CRM Business Objects People’s Connections Community 13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 14. Real Time Activity Feeds Benefits Business Updates Profile Updates Community Updates • Focus on key business changes • Accelerate business response via • Empower users to make timely • Take immediate action from a profile search decisions single place • Enhance virtual team communication • Encourage teamwork through • Gain insight via comments by by staying on top of peer activities collaboration and communication other users • Quickly review recent group and • Promote information and content connection content and respond more freely and openly directly • Streamline enterprise communications 14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 15. Collaborating on an Opportunity Use Case Scenario • Real time feeds incorporated into • VP of Sales reviews sales sales dashboard dashboard • Opportunity update streamed real • VP of Sales notified of an update on time an opportunity • Comment shared on business • VP of Sales comments on the events opportunity • Comment propagated to people • Sales rep acts on VP’s comments with access to the opportunity and gets desired results 15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 16. Product Demonstration 16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 17. Customer Experience Traverse across channels to get desired experience Source: Customer Experience Diagram - Forrester Research 17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 18. InQuira Social Forums Build Customer, Partner and Internal Communities • Integrated community capabilities – Ratings, comments and feedback on specific content or experience – Tiered reputation model – Hierarchical discussion model – Rich moderation capabilities – Inappropriate content filters – Analytics to monitor the health of the community – Integration with knowledge to deliver answers – Community knowledge 18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 19. InQuira Social Forums Integrated Customer Experience 19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 20. InQuira Social Forums Benefits • Maximize deflection by automatically searching for Drive Real ROI answers for each post and pushing recommended answers into the social channel Turn • Capture valuable tribal knowledge created within Customers into community forums and reuse this knowledge across all Champions channels • Listen to the voice of the customer Monitor Customer • Identify recurring issues before they snowball Satisfaction • Capture product feedback and enhancements 20 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 21. Listening Platform Integration How It Works Listening Platform Oracle CRM • Monitors social media • Creates actionable items • Identifies relevant posts – SRs, Solutions, Leads • Provides analysis dashboards • Tracks response • Holds complete customer profile 21 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 22. Listening Platform Integration Partners Integration with CRM On Demand Integration with Siebel Available Available with Technical White Paper Targeted for end of calendar year 2011 22 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 23. Listening Platform Integration Benefits • Enables Social Media posts to be brought into CRM • Allows CRM users to engage customers using Social Media • Tracks Social Media interactions in CRM • Extends the customer profile in CRM to include Social Media information 23 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 24. Fusion Social Media Manager • Currently in development • Provides a solution for all Fusion CRM functions – Service, Marketing, Sales – Common community management functionality – Single view of the social customer • Can work with existing Oracle CRM products 24 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Company Confidential
- 25. Common Set of Services and Experiences Enrich Capture • Augment customer profile • Capture social media posts • Unify identity • Extensible listening framework • Map relationships and attributes • Track conversations • Identify customer value • Filter by content Analyze • Capture underlying meaning of posts • Determine influence Act • Detect trend inflection points • Engage with customers • Incorporate deep content analysis • Drive CRM processes • Service requests and solutions • Leads and campaigns 25 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 26. Fusion Social Media Manager Typical Use Cases • Trend Inflection – Recognize changes in underlying trends • Knowledge Management – Capture crowd-source solutions • Hot Spots – Find out where your audience are • Leads and References – Select potential influencers 26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Company Confidential
- 27. Use Case: Campaign Generation and Targeting Use Case Scenario • Receive an alert on trend in • Marketing manager is alerted about dissatisfaction with competitor’s a jump in dissatisfaction in product competitive product • Easily identify cause • Competitor’s new blu-ray product • Filter on cause to identify campaign has problems playing some discs targets • Marketing manager views identities • Use competitive intelligence to run of people posting about the problem campaigns • Marketing manager runs a trade-in promotional campaign 27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 28. See What’s Trending for a Competitive Product 28 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 29. Identify Cause 29 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 30. Use Cause as Filter to Identify Targets 30 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 31. Fusion Social Media Manager Use Case Features • Identify changes in trends – Detect when a trend changes or when a new trend emerges • Identify the cause behind the change – Break down posts into their constituent messages – Capture the subject, emotion and behavior for each post snippet through Natural Language Processing (NLP) using semantic analysis – Easily segment and categorize the content – Enable relevant insight with flexible grouping of content – Refine campaign targets by filtering on interested attributes 31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Company Confidential
- 32. Fusion Social Media Manager Benefits • Accurately identify important conversations • Keep on top of the conversations that matter to you • Gain deeper insight about your brand • Go beyond simple sentiment analysis to really understand what people are saying about your brand • Get more complete view of your customers • Capture social profiles, activities and relationships about your customers from their interactions on social media 32 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Company Confidential
- 33. Maximize Your OpenWorld Experience Key Oracle CRM Activities • 25+ LIVE Demos: DEMOgrounds, Moscone West, Aisle 3800 • CRM Pavilion: Moscone West, Booth #3837 • Oracle CRM Lounge: Moscone West, 2nd Floor Foyer – Monday-Wednesday, 10:00 am – 6:00 pm; Thursday, 9:00 am – 4:00 pm • Meet the Experts: Applications Lounge, Moscone West 2nd Floor Foyer – Oracle Fusion CRM: Thursday, 12:00 – 1:00 pm • CRM Social Reception: Howard Street Tent – Tuesday, 6:00 – 8:00 pm – Tickets at CRM Pavilion, Booth #3837 33 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 34. Upcoming CRM Sessions ID Session Title Date/Time Location 18240 Oracle CRM On Demand Overview, Strategy and Roadmap Monday, October 3 5:00 Moscone West PM Room 2005 18260 Oracle’s Industry CRM Strategy and Roadmap Tuesday, October 4 11:45 Moscone West AM Room 2010 18200 Oracle Fusion CRM Overview, Strategy and Roadmap Tuesday, October 4 2:00 Moscone West PM Room 3002 18029 Oracle Fusion CRM Customer Adoption and Experiences Wednesday, October 5 Moscone West 10:15 AM Rooms 3002/3004 18623 General Session: Oracle Applications – Cross-Pillar Roundtable Wednesday, October 5 Moscone North Hall D 18217 Oracle Fusion CRM Coexistence with Existing Applications Thursday, October 6 9:00 Moscone West - AM 3002/3004 34780 Meet the Experts: Fusion Customer Relationship Management Thursday, October 6 Moscone West - 12:00 PM Applications/CRM Lounge 34 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 35. Stay Connected… Read blogs.oracle.com/CRM Watch youtube.com/OracleCRM Follow twitter.com/OracleCRM Join facebook.com/OracleCRM Learn oracle.com/CRM Use and Follow #OOW11CRM for LIVE UPDATES during the conference 35 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 36. Q&A 36 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 37. 37 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
- 38. 38 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.